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University of Texas at Arlington

Senior IT Analyst

Arlington, United States

Position Information

Posting Number

S06415P

Position Title

Senior IT Analyst

Department

OIT Service Management

Location

Arlington

Position Status

Full-time

Work Schedule

Tuesday – Friday, 11:00am – 8:00pm; Saturday, 9:00am – 6:00pm

With an understanding of the 24/7 nature of IT.
Potential for specialized schedule that includes night and weekend hours.
Potential for on-call rotation duty, or off-hours work to address service outages.

Salary

Salary is commensurate based on qualifications and relevant experience.

Pay Basis

Monthly

Job Summary

The Senior IT Analyst will provide advanced frontline technology support for client requests and incidents via chat, phone calls, or in-person client interactions. Handles Tier 3 support issues that may not be defined by existing documentation, as well as escalations of unresolved support issues from lower tiers. Responsible for training and coaching student workers and lower-tier staff members. Technical issues and skills will vary but include account access, email, network connectivity, software, academic technology, computing endpoint devices, printers, and other technology peripherals.

Essential Duties and Responsibilities

Customer Support:

Provide technical instructions to a non-technical audience. Collaborate with other members of the IT team, especially Service Desk staff but also other frontline and backend IT Support teams to resolve common tickets/issues. Ensure prompt resolution of user issues and maintain high levels of customer satisfaction.
Proactively engage with clients and departments across campus to provide services or prevent issues.
Record client requests and incidents in the ticketing system following documentation requirements. Escalate issues internally as needed, & monitor progress through resolution.

Tier 3 Troubleshooting:

Acts as an escalation point for tier 2 and troubleshoots more complex technical issues.
Works collaboratively with internal IT teams and departments to troubleshoots, analyzes, identifies, repair, and restores service for various technical issues affecting accounts, email, network connectivity, software, academic technology, and endpoint device and peripheral issues.
Responsible for troubleshooting issues that may be new, undocumented or more complex than common issues.

Training and Mentoring:

Assist with the training and mentoring of student employees and more junior full-time staff. Provide feedback regarding student workers and more junior team members to management.

Documentation and Reporting

Assist in the creation of technical documentation to improve client experience and awareness of problems, known issues, and available technology.
Assist with project-based work to testing and evaluate of updated technology products that affect the overall client experience at UTA.
Assist with the gathering and compiling of metrics to contribute to regular reports that describe the state of client interactions.
Assist with the assignment of tickets in the queue.

Performs other duties as needed.

Job Specific Duties

As a Sr. IT Analyst for OIT Service Management, you will deploy agent performance metrics including interaction quality, service levels, and schedule adherence in a call center environment utilizing Genesys Cloud CX and ServiceNow. Your role further involves ensuring operational efficiency through escalation handling, access management, and providing clear direction and leadership to junior staff members.

Minimum Qualifications

Bachelor’s degree in a related field.
Four (4) years of hands-on computing work experience providing customer service in a front facing capacity; or an equivalent mix of education and relevant experience in similar role.
Obtain certifications as required by manager. (example, Dell, Apple, Comp TIA A+, Microsoft 365 Certified Associate, or other relevant support related certifications as needed).

Preferred Qualifications

Five (5) years of hands-on computing work experience supporting computing endpoints.
Prior experience providing customer service in a front facing technical support environment.
Prior experience supporting students, faculty, and staff in a higher-education setting.
Experience performing quality assurance tasks such as creating reports, reviewing tickets, providing feedback, monitoring calls, surveying clients, etc.

Knowledge, Skills and Abilities

Technical Skills:
- Basic understanding of Microsoft Windows operating systems, Office applications, and common productivity software.
- Familiarity with hardware components, networking concepts, and troubleshooting methodologies.
Customer Service:
- Strong interpersonal and communication skills with a client-centric approach.
- Ability to remain calm and courteous while assisting clients with technical issues and inquiries.
Problem-Solving:
- A great mindset with excellent problem-solving skills.
- Ability to diagnose and resolve technical issues while adhering to established procedures.
Adaptability:
- Willingness to learn new technologies and adapt to evolving IT environments.
- Ability to work effectively under pressure in a fast-paced, dynamic team environment.
Teamwork:
- Proven ability to collaborate with colleagues and contribute positively to team goals.
- A willingness to share knowledge and support peers to achieve collective success.
Initiative:
- The ability to work independently with ownership and minimal supervision.
- Act with ownership and accountability to manage and prioritize tasks effectively with little guidance.
- Takes responsibility for the work assigned with consideration for the clients’ needs and overall business requirements.
Documentation & Presentation:
- Ability to write technical instructions for both technical and non-technical audiences, break down communication into trainable portions, provide status reports, and present information effectively both in writing and through in-person presentations.

Other Requirements

Must be eligible to drive UTA vehicles.
All Information Technology staff are expected to perform their duties professionally, manage personal and institutional data responsibly, prioritize customer service, understand the 24/7 nature of IT, and collaborate effectively with colleagues.
Positions in this classification are security-sensitive and subject to section 51.215 Texas education code provisions.

Workplace and Eligibility Conditions

On-site position covering all UTA Arlington Campus locations.
Lifting and moving up to 40 pounds, moving computers and other computer peripherals.
May work around standard office conditions.
May work in all weather conditions.
Repetitive use of a keyboard at a workstation.
Climbing stairs and ladders.

Benefits Eligible

Yes

Benefits at UTA

We are proud to offer a comprehensive benefits package to all our employees at the University.
https://www.uta.edu/hr/employee-benefits

To help you understand the full value of these benefits, we have created a tool that calculates the total worth of your compensation package. This tool takes into account all of the benefits that you are eligible for, including health insurance, retirement plans, and paid time off. To access this tool and learn more about the total value of your benefits, please click on the following link:
https://resources.uta.edu/hr/services/records/compensation-tools.php

CBC Requirement

It is the policy of The University of Texas at Arlington to conduct a criminal background check on any applicant who is under final consideration for employment with the University.

This position may have access to critical infrastructure as defined by Section 113.001(2) of the Texas Business and Commerce Code. If so, to be hired for and continue to be employed in this position you must maintain the security or integrity of the infrastructure as set forth in Texas Executive Order GA-48. By assuming this position, and if you have access to critical infrastructure, you authorize the University to conduct routine background checks.

EEO Statement

It is the policy of The University of Texas at Arlington (UTA or The University) to provide an educational and working environment that provides equal opportunity to all members of the University community. In accordance with federal and state law, the University prohibits unlawful discrimination, including harassment, on the basis of race, color, national origin, religion, age, sex, sexual orientation, pregnancy, disability, genetic information, and/or veteran status. The University also prohibits discrimination on the basis of gender identity, and gender expression. Retaliation against persons who oppose a discriminatory practice, file a charge of discrimination, or testify for, assist in, or participate in an investigative proceeding relating to discrimination is prohibited. Constitutionally-protected expression will not be considered discrimination or harassment under this policy. It is the responsibility of all departments, employees, and students to ensure the University’s compliance with this policy.

University Information

The University of Texas at Arlington (UTA) is located in the heart of the Dallas-Fort Worth-Arlington metroplex, a vibrant and diverse metropolitan area that is home to over 7 million people, one of the fastest-growing tech economies in the United States, and a wide array of arts, entertainment, and cultural activities. As a comprehensive teaching, research, and public service institution, UTA is dedicated to the advancement of knowledge through scholarship and creative work. With an enrollment of more than 42,000 students, UTA is the second largest in the University of Texas System. As a result of its combination of rigorous academics and innovative research, UTA is designated as a Carnegie R-1 “Very High Research Activity” institution and nationally recognized for its commitment to student success and service. It ranks No. 5 in Military Times’ “Best for Vets: Colleges” and is the top university in North Texas for its graduates’ salaries (The Wall Street Journal). UTA is designated as both a Hispanic-Serving Institution and an Asian American and Native American Pacific Islander-Serving Institution and is No. 6 for undergraduate ethnic diversity in the United States (U.S. News & World Report, 2023). With a global alumni network of approximately 280,000 – including leaders at many of the 24 Fortune 500 companies headquartered in North Texas – UTA contributes an estimated $29 billion annually to the Texas economy.

UTA is expanding its regional footprint by building a regional campus, called UTA West, in Parker County on the far west side of Fort Worth. It is scheduled to open in fall 2028. This initiative aligns with the university’s strategic growth and commitment to serving the broader community. Furthermore, UTA has launched the RISE 100 initiative, aiming to recruit 100 new tenure-system faculty to strengthen its research enterprise and leadership in key academic areas. Learn more at https://www.uta.edu/administration/president/strategic-plan/rise100.

This is an exciting time to join UTA and contribute to its bold vision for the future.

ADA Accommodations

The University of Texas at Arlington is committed to providing reasonable accommodation to individuals with disabilities. If you require reasonable accommodation in completing this application, interviewing or otherwise participating in the employee selection process, please direct your inquiries to 817-272-5554 or email ADADocs@uta.edu.

Posting Detail Information

Number of Vacancies

Open Until Filled

Minimum Number of References Required

Maximum Number of References Accepted

Special Instructions to Applicants

Applicants must include in their online resume the following information: 1) Employment history: name of company, period employed (from month/year to month/year), job title, summary of job duties and 2) Education: school name, degree type, and major.

Requirement Questions

Required fields are indicated with an asterisk (*).

What is your skill level using Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, etc)?
- No skills/Basic
- Intermediate
- Advanced
- Proficient

How many years of experience do you have working with telephone computer support in a help desk or call center environment?
- None/less than 2 years
- 2 to 3 years
- 4 to 5 years
- 6 years or more

How many years of hands-on technical experience do you have working with computers?
- None/less than 2 years
- 2 to 3 years
- 4 to 5 years
- 6 years or more

How many years of supervisory experience do you have?
- None/less than 1 year
- 1 to 2 years
- 3 to 4 years
- 5 years or more

How many years of experience do you have with time management and prioritizing tasks in a fast-paced environment?
- Less than 1 to 2 years
- 2 to 3 years
- 3 to 4 years
- 4 to 5 years
- 5 to 6 years
- 7 years or more